Defence Information Access Specialist

3 days ago

Queanbeyan, New South Wales, Australia Australian Government Department of Defence Full time
Role Overview

The Defence Information Access Unit is responsible for providing a single point of contact for applicants seeking information from Defence. As a key member of the team, you will work closely with internal and external stakeholders to deliver exceptional customer service to ADF members, ex-members, families, and representatives.

About the Role

This role involves working independently with reasonable autonomy, exercising initiative and judgement in the interpretation of policy and application of practices and procedures. You will be accountable for achieving your deliverables and provide information, education, and case management for those with complex needs.

Key Responsibilities
  • Deliver high-quality customer service to customers through various channels
  • Manage information requests and provide support for complex information requests
  • Coach team members, identify training needs, and provide quality assurance
  • Collate, analyse, and produce reports
  • Interpret legislative frameworks, government decision-making, and policy documents
  • Identify issues and contribute to the resolution of problems
Requirements

To be successful in this role, you will need to demonstrate:

  • Genuine interest in providing customers with a positive and professional experience
  • Effective negotiation skills to achieve outcomes
  • Excellent communication skills, both written and verbal
  • Confidence to engage with stakeholders at all levels, including those with complex needs
  • Resilience, personal drive, and focus on enabling others in support of Defence capability
  • Willingness to learn and be challenged
  • Ability to adapt to change in a positive and flexible manner
Benefits
  • Competitive salary range $80,000 - $110,000 per annum, depending on experience
  • Negotiated flexible work arrangements
  • Ongoing training and development opportunities
  • 20 annual leave days per year
  • 15 personal/carers' leave days per year
  • An additional leave day per calendar year
  • Christmas stand-down (paid break during the Christmas and New-Year period)
  • Parental and reservist leave
  • Wellbeing and diversity networks
  • Access to the Defence Employee Assistance Program
About Us

The Australian Government Department of Defence is committed to delivering exceptional customer service and providing a supportive and inclusive work environment. We are an equal opportunities employer and welcome applications from diverse candidates.

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